Disconnected after accepting online renewal, now struggling to get the original offer honoured
Virgin Media disconnected me earlier this week after abysmally failing to process my online contract renewal. I have since been reconnected, but getting customer service to honour the original renewal offer is proving to be a real nightmare. A timeline of what has happened: In mid-September 2025, I informed Virgin Media that I want to terminate my contract due to a massive increase in my monthly subscription cost, from £56.52 to £197.52, which was due to come into effect on 19 October 2025. I asked for a straightforward cancellation of all services, without doing a one-touch-switch to another provider. A few weeks after my cancellation request, I received an email from Virgin Media with an offer to renew my existing package for a further 24 months at a cost of £44.02 per month. I accepted the online renewal offer on 7 October 2025 and received an order confirmation by email on the same day, stating that my existing package would be extended by a further 24 month at a monthly cost of £44.02, with an annual price increase of £4 each April. The email also said that the estimated activation date for the new package would be the 10th October 2025. On 17 October, I noticed that the new contract details were still not showing in my online account and called Virgin Media customer to inquire as to the reason for the delay. The customer services agent informed me that, contrary to the information provided in the order confirmation email, it might take up to 15 days for online renewals to be processed. As my existing contract was due to end on 19 October, the agent told me that she would suspend the disconnection and manually monitor my account so as to ensure that the renewal of my existing package at a monthly cost of £44.02 was processed correctly. She also promised to keep me informed by telephone as soon as the renewal of the contract had been processed. I was further promised that I would receive a full refund for any additional charges raised against my account until the renewal process is complete, so as to ensure that I am not overcharged for my existing package. During the night of 22-23 October, all Virgin media services at my address were disconnected. On 23 October, I called Virgin Media once again. The agent puts in a reconnection request and promises that, once I am reconnected, the renewal offer will be processed. On 25 October, Virgin Media reconnected all services and bills me £206.88. My online account says that I am now "out of contract". There is still no sign of the online renewal offer, which I accepted on 7 October, and for which I was sent an order confirmation and two pre-contract documents. When I call Virgin Media, the agent tells me that the online renewal offer was voided by the (erroneous) disconnection and that he is unable to recreate the package price that I accepted when renewing my contract, since the "pricing tool" is not available within the first three days of (re)activating an account. He suggest that I call again "after 72 hours" to see what can be done. I am now left wondering what will happed in three days. The online renewal offer that I accepted on 7 October was substantially better than anything I was previously offered by the retentions team over the phone. I am shocked that Virgin Media has failed to process the online renewal within the promised 15 days and I am now left picking up the pieces. What will happen in three days if the telephone agent is unable to match the online renewal offer that I accepted on 7 October? To make matters worse, a charge of £206.88 was raised today against my account, which now appears to be “out of contract”. I feel like I have hit a dead end with customer services and that my only way forward is a formal complaint and, if this fails, contacting the Communication Ombudsman. Is there really no other (and quicker) way of getting this problem of Virgin Media’s own making resolved in a satisfactory manner?
Waiting for call from management after a complaint. How long is it likely to be?!
Sorry but this is long! A month ago, I told Virgin I was moving house through the messaging system on their website. I requested to see if there was a better deal than my current package as I had been on it since 2014. What I expected to be a quick chat, turned into over 2 hours - they said they were experiencing technical difficulties. The operator told me there were 3 options that were better and then told me option 3 was best which was for volt with an O2 sim. She told me the broadband was better, (I believed it was M500 which can be boosted), free Netflix with adds, and I thought my tv would be at least the same or better. I am usually a cautious person and so asked many questions and felt her increasing, persuasion to accept option 3. E.g. ‘so, shall we go with option 3?’ My chat messed up and was keeping previous chats so it became very hard to get the correct points across. I was worried to come off the messaging as I would potentially have to go back through it all and with the pressure of moving house, accepted. However, it turns out she put me on Volt 350 and mix it tv which is worse than my original package. We have lost loads of channels. I am out of the cooling off period but called today and spoke to retentions as I feel they have messed up (been a customer for years). They offered me different packages at higher costs. I just wanted the package I had been told I was getting at the price I was quoted and that I had accepted. It has been sent as a complaint where I now need to wait for management to call me which can be 7-10 days whilst putting up with the pathetic number of tv channels and recordings we can’t watch. I was told it would be over £1000 to cancel the contract should I go to another provider. Awful- especially as they messed up originally. So, how long have others had to wait for call from the team please?How can I change the account email address without access to it? I am at wits end.
Can someone from virgin media please help I am at my wits end. The email address used to access my account is now defunct and can't be reinstated. To change the account email address the VM system requires... access to the old email inbox. The only email change process sends a verification email to the old address. How can I change the account email address without access to it? I keep being told I’m reaching maximum security questions after only 2 attempts and at this point I just want to cancel my account but cannot do so due to the email issue. How can this be resolved??New contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.Switched Provider
On the 1st August I had a new fibre provider installation via "AutoSwitch". I was well out of contract with Virgin. On or around the same time my account access with Virgin/Volt was disabled. Virgin equipment, landline now redundant. I was infirmed that my Virgin email will be available for 90 days afterwards. I paid the last bill as normal for the previous month then cancelled the direct debit. Assuming that I billing is paid in advance I should need to pay anything more. Today, 28th August have received another Virgin bill for another month plus another £5.00 added on. Trying to phone Virgin is like trying to get a doctors appointment.Complaint Closed Without Resolution or Follow-Up
I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then. I would really appreciate if someone from the team could review this case properly and get back to me with an update.Returning TiVo 1TB Box
We have been asked to return a box which must be more than 5 years+ old and which we no longer have and have never used at a charge of £90. A quick search on the VM website informs me that these were phased out and no longer offered to new customers. Does anyone else have experience of this?Receiving letters addressed to someone who has never lived at this address
Hello, Please can someone from Virgin Media help me? My mother-in-law recently came to stay with us while she waits to move into her new house. She temporarily transferred her Virgin Media account to our address while she moved, because she didn't want to pay a cancellation fee. Upon doing so, she was told that we had previously had Virgin Media at this address, which is incorrect as the previous owner was an elderly man with dementia who didn't have any form of internet at all. BT had to come and install internet access from scratch when we moved in 3 years ago. My MIL has now cancelled her account altogether as it turns out Virgin Media doesn't have coverage at her new address. We have now received several letters and parcels for someone named Steven Andrews, who has to my knowledge never lived at our address, saying that he needs to return his Virgin Media kit or pay a £40 fine. It also says his details may be passed onto a Debt Recovery Agency. I don't want bailiffs turning up at my house thanks! Please can we get this sorted? I don't know how else to contact you as there is no email address or phone number anywhere, and the web chat doesn't work if you have a complex query! Thanks - ChloeMoving home with no mortgage
On Virgin Media’s help pages, it states that if you are moving home to a house that is not covered by Virgin, that you can leave early without paying an early exit fee. That’s not the issue here, as we are moving to a rural house. The policy goes on to state that you must prove to Virgin that you are moving this your new home by providing proof, such as a mortgage statement or rental agreement. We are actually purchasing the property privately and paying for it using the money from selling our house, which we own outright. We do not have a mortgage. So, how can we prove the house purchase when we do not have a mortgage or a tenancy agreement and we are undertaking the survey and conveyancing privately, not through a solicitor. I am severely disabled and I have repeatedly tried using chat, for hours and just go round in circles, or, frustratingly get cut off. The last time I tried the phone Virgin, the lady on the other end could not understand my query, and just kept saying, I do not understand. Over and over again. I hung up. I am finding this whole fiasco exhausting and do not know what to do. Obviously I can prove we are selling our house and will not legally be the owners anymore, the new house is in a field in the country and does not even have fibre cables, never mind access to the Virgin network. Can anyone offer me assistance, before I raise this as a formal complaint. As for giving extra support to disabled customers, clearly this is lip service at best.
